Sterling Commerce Customer Care Community

Objective: To reduce attrition and increase loyalty, Sterling Commerce sought to establish a destination where customers could be nurtured and gain value in continuing, and perhaps increasing, their commitment to the company.

Approach: We created a Web-based customer care center with high-value content, such as strategic reports, solution updates, how-to information and access to industry experts. Monthly emails further drove engagement and generated buzz outside the Sterling community that the company was committed to its loyal customers.

Highlights:

• More than 1,000 members joined in first 6 months
• 85% email opt-in rate
• 16% click-through rate on content updates